CRM Intern at Ekklesiyar Yan'uwa a Nigeria (EYN PROJECT)

ROLE: 

The purpose of the Complaints and Response Mechanisms Intern position is to assist in the implementation of accountability mechanisms at area office level all locations of implementation. The CRM Intern will closely work with the MEAL officer and Coordinator for the day to day implementation of the Complaints and beneficiary feedbacks mechanisms and through the management of the toll free line.

MAIN RESPONSIBILITIES:

• Responsible for managing the toll free line; Receive calls, document in the feedback database and refer accordingly.
• Under the guidance of the M&E Officer and the MEAL Coordinator, the role is responsible for data collection on accountability mechanisms;
• Conduct routine CFM activities (community engagement meetings, participation meetings and information sharing) across all programme locations.
• Facilitate CRM trainings and refreshers to both new staff
• Conduct capacity building sessions at community level to CRM focal in programme locations.
• Assess existing community capacity and mechanisms that can be used to set up/strengthen/adapt  information sharing processes, complaints and feedbacks for the Area Offices level;
• Provide feedback reports and database to the MEAL Coordinator
• Perform any other task that may be assigned to him or her

 Qualification and experience

• Minimum of a diploma or degree in social sciences, development studies, or a related field.
• Experience (at least 1-2 years) from working in a humanitarian/recovery context on accountability; 
• Documented experience on data collection/ analysis tools including Excel and Kobo 
• Documented results related to the position’s responsibilities
• Prior experience in data collection, surveys, or enumerator roles 
• Good communication and interpersonal skills.
• Ability to work respectfully with diverse groups, including children and vulnerable populations.
• Familiarity with the local context and cultural norms is highly desirable.
• Experience in protection interventions in line with humanitarian principles and guidelines
• Proficiency in English, Hausa and kanuri (written and spoken) is essential.
• Must be able to maintain confidentiality.

Knowledge, Skills, and Abilities:

• Fluency written and spoken English, Hausa and Kanuri is required.
• Ability to prioritize and handle multiple tasks simultaneously.
• Ability to maintain confidentiality for sensitive issues or projects and use judgement to execute duties and responsibilities.
• Knowledge of Humanitarian response programs.
• Displays cultural, gender, religious, race, nationality and age sensitivity and adaptability
• Ability to contribute to the formulation of project work plans as appropriate assist in the implementation and monitoring of development projects
• Seeks and applies knowledge, information and best practices
• Pro-activeness and application of experience in the day-to-day work
• Proactive team player